Intent Analysis

Know why customers are calling, grouped, ranked, and ready to act on.

Intent Analysis is the page that ranks customer intents across every call.

Page anatomy

The page stacks vertically inside the dashboard’s main column. Same shape as the other CCQA analytics pages, the filter bar sits directly under the hero, no KPI strip.

Region	What you see
Filter bar	Date and hour controls, see Overview for the reference.
Top 10 Intents card	Horizontal bar chart of the most common intents in the active filter.
Intents by Category card	Grid of category cards with their session totals.
Active filter chip	Appears above the Recent Sessions block when you click a bar to drill in, or when you arrive on the page via a link that already has an intent in the URL.
Recent Sessions card	Same accordion shape as the Sentiment Analysis Recent Sessions card, but with intent-aware transcription details.

Top 10 Intents

A horizontal bar chart with one bar per intent.

Element	What it shows
Title	Top 10 Intents.
Export chart button	Downloads the chart as a PNG.
Y axis	Up to 10 intent labels, each rendered in your UI language (English or Arabic). Every label is shown, none are hidden by Recharts auto-skip.
Bars	Counts of sessions per intent. The bar tip carries a small data label with the exact count.
Click	Click a bar to set that intent as the active filter. The Recent Sessions card filters down, and the active-filter chip appears. Click the same bar again to clear the filter.

The intent names are translated into the active UI language via a built-in label map. The same map drives the active-filter chip, the chips on session rows, and the expanded-row intent badges, so the Arabic page renders Arabic intent names everywhere.

Each bar carries the same intent identifier behind the scenes. Switching the UI language only changes what you read, the underlying data and CSV export keep the canonical intent codes.

Intents by Category

A grid of cards that group every intent into one of seven canonical categories.

Category	What it covers
Conversation Flow	Greetings, holds, transfers, closings.
Information Requests	Balance, hours, status, policy details.
Account Management	Password reset, profile update, billing.
Support & Issues	Complaints, broken features, refunds.
Requests & Actions	Book an appointment, cancel an order, schedule a callback.
Sales	Upgrades, new plans, demo requests.
Other	Unmapped intents.

Each card shows the category name, the total session count, and a small horizontal bar inside the card showing the share of total. Clicking the card sets a category-level filter on the Recent Sessions block.

Active filter chip

When an intent (or category) is selected, a small chip appears above Recent Sessions.

Element	What it shows
Label	Filtered by: followed by the intent or category name.
Clear filter	Resets the filter so all sessions show again.

Deep links from other pages can land you here with the filter already applied. For example, the all-agents dashboard’s intent rows route to this page with the intent pre-filtered.

Recent Sessions card

Same shape as the Sentiment Analysis Recent Sessions card.

Element	Notes
Card title	Recent sessions, pick an intent above to filter (the help text changes the word when you have a filter active).
Search box	Same placeholder Search anything, session id, date, duration, transcription, intents, file… The input is capped at 120 characters.
All CSV	Exports every session that matches the active filter.
Page CSV	Exports the current page only.
Count row	Reads sessions · Page of .
Accordion rows	Same date / duration / word count header. The expanded body is split into a session-list selector on one side and a transcript detail panel on the other.
Per-segment intents	Inside each transcript chunk, the detected intents appear as small chips next to the segment.
Empty states	No sessions match your filters or No data available.
Pagination	Prev, Next, numbered pages, Showing to of , Results per page dropdown with 10, 25, 50, 100.

CSV columns include the canonical intent codes, the date and time, duration, sentiment, words, file, and transcription.

Common questions

The chart is showing intents in English when my UI language is Arabic.

The intent label map is hand-curated. If you see English labels in Arabic mode, that intent is missing from the Arabic side of the map and falls back to the canonical name. Report it so we can add the translation.

I clicked a bar and nothing happened.

The active-filter chip should appear above the Recent Sessions card. If it does not, the click handler may have stalled, refresh the page. The intent is also reflected in the URL so a refresh keeps the filter.

Can I drill into a category instead of a single intent?

Yes, click the category card under Intents by Category. The Recent Sessions block filters by category. You can then click an intent bar in Top 10 Intents to narrow further.

The Top 10 list is missing an intent I expect to see.

Top 10 means just that, only the ten most-frequent intents in the active filter. The intent you are looking for may be in Other or below the cutoff. Use Ask & Visualize to query the full list with a custom prompt.

Recent Sessions shows the same call multiple times.

A call appears once per matching intent when no filter is active, and once when filtered by intent. Make sure you have the right active filter. The session id is shown on the row to confirm.

Some intents look like internal names.

Unmapped intents fall through to their raw codes. Add the translation to the intent label map.

Can I export only one category to CSV?

Yes. Click the category card first, then click All CSV in the Recent Sessions card. Only sessions in that category are exported.

Where to go next

Sentiment Analysis

See the emotion behind each intent.

Speaker Timeline

Intent Timeline plots intent evolution per call.

Compliance

Use intents as a phrase trigger inside a script.

Ask & Visualize

Ask “Top 10 intents this month” and get a chart in seconds.